BLOG:Klaas van der Leest, UK Managing Director, Intelecom outlines five reasons why it’s time to reconsider homeworking Continue reading Contact Centre Homeworking – Is it time to think again?
Question: I manage a fairly large contact centre and the company agrees with me that much of the technology in our shop needs an upgrade. The last time we made major investments in our technology the prevailing guideline was to select the best-in-breed solutions for workforce management, quality monitoring and reporting. After some discovery I find that many vendors now talk about their workforce optimisation suites and claim them as being a much better solution than integrating various best-in-breed solutions. Has contact centre software really changed that much? Continue reading Verint Q&A – No. 14
Question: At various WFM conferences we hear that it is important to have a mix of full time and part time employees to help achieve lower labour costs. But we seem unable to attract part time workers. It appears that the labour force here is seeking full time positions exclusively. What are we to do? Continue reading Verint Q&A – No. 13
PRESS RELEASE: The back office is the Cinderella when it comes to workforce optimisation, with the majority of companies trying to make do with spreadsheets, front office solutions or simply doing nothing at all. This is according to the latest findings into operational management and employee productivity from eg solutions*, a back office workforce optimisation company. Continue reading Stop treating the back office as an after thought
PRESS RELEASE: Genesys, a leading provider of multi-channel customer experience, self-service and contact centre solutions announced the availability of a full range of Genesys cloud offerings in the UK and Ireland. The new offerings represent the most comprehensive cloud solutions ever made available to the UK and Ireland markets and support the company’s key business imperative for the transformation of the customer experience for organisations of all sizes. Continue reading Industry-Leading Customer Experience Solutions Now Available from the Cloud in the UK and Ireland